Job Description

At Dura-Line, we aspire to create a more connected world, because we believe every company, every community, every person deserves the chance to advance their lives through better access to high-speed broadband. We take pride in our state-of-the-art quality products and being recognized a key partner with all of the major telecommunications companies across the world. In one year, Dura-Line produced over 1.4 billion feet of digital network infrastructure. Dura-Line creates what connects us. Every time you pick up your cell phone, log into the internet, or use your i-anything, it\xe2\x80\x99s because our HDPE pathways protect that delicate string of glass called a fiber optic cable that carries everything from precious pictures of your puppy to the latest sports scores. Your safety, health, family, work, entertainment\xe2\x80\xa6your whole life; that\xe2\x80\x99s our connection.

The position of Field Services Analyst (North America) Contractor is responsible for the support of end-user services for Orbia USA. This is a hybrid role based in Gravenhurst, ON. Most of the support for the additional locations will be via remote tooling, however, the position is expected to travel to nearby sites several times a week as required or as per agreed schedules.

The position will be required to work at a high level of independence, as it will report to the Digital Workplace & Field Services Shared Services Leader - America. The ability to work without daily supervision and achieve results are therefore essential. The daily activities will include supporting the end users with their IT incidents and requests, including providing guidance on how to use IT applications, to ensure the effectiveness of day-to-day operations for local services and solutions to ensure:

• Greater service consistency, reliability, and a better user experience
• Increased value through operational efficiencies
• Better operational insight into performance management and improvement areas
• Leveraging scale to Orbia\xe2\x80\x99s advantage
• Ensure that all IT systems within the locations are operating within normal service levels.
• Manage third-party vendors, to ensure that they are delivering services as per agreed contracts.
• Work on special projects to deliver enhancements to the North American locations\xe2\x80\x99 IT infrastructure.
• Ensure that the IT Service Management system is maintained and updated.
• Escalate issues to the Orbia Global IT support teams.
• Be able to troubleshoot issues with computer hardware and software
• Must be able to quickly learn new skills and technologies and work independently/autonomous
• Be able to plan and deliver results according to the plan

Dimensions of the Job:
1. Coordinate compliance with 100% of the tickets received in the records of incidents and requirements, through the Service Now platform, in response to internal users.

2. Guide and support internal users in the proper use of IT tools.

4. Keep updated the Assets management inventory (CMDB)

3. Coordinate and inspect the state of the IT infrastructure in the localities in charge.

Main Responsibilities:
Service Now:

• New computer requests.
• On/Off-Boarding requests including any email forwarding for on/off-boarding users
• Equipment/ Hardware requests. (Headsets, keyboard/mouse, speakers, webcams)
• IT Information Updates. (Signature or Job titles changes).

INCIDENT Worklist Request: (Using Quotes attached to tasks assigned)

• PR Requests to be raised

New Hire On-Boarding

• Warehouse to verify inventory
• Build (Image) new hire laptops and/or Desktops
• Log in as administrator, update any software or applications, and then log in as the new user to have the device ready for new hire login.
• Make sure that O365 Licensing is active for New Hires.
• Box up all equipment and ship to New Hires. This is including all of Orbia\xe2\x80\x99s sites throughout North America and Canada.

Attend weekly New Hire Meetings with Orbia HR.

• Discuss upcoming starters and equipment needed.
• Confirm New Hires for the upcoming two weeks for preparation on inventory.

Attend Meetings with IT and HR areas and discuss upcoming New Hires.

Host Weekly IT Orientation meetings.

• Happens 1 to 2 times on Tuesdays, two different sessions.
• Show PowerPoint presentation on creating service tickets, Using Office 365 tools, and how to contact our IT Help Desk for troubleshooting.
• Discuss methods used from our Help Desk to remotely fix software issues on devices.

NA Computer Refresh Program.

• Validate current equipment to decide which Assets are still active.
• Image those devices and send them to the corresponding facility or specified address for installation and replacement of old devices.
• Supply a Return Label for the old device and recycle once received at Clinton Warehouse facility.

Update CMBD with Asset information

Keep track of Inventory kept at the Clinton Warehouse location, and order IT equipment as needed.

Any added administrative tasks that are assigned to me throughout the week.

Daily Outlook/ Teams Communications.

• Supply a Return Label for the old device and recycle once received at Clinton Warehouse facility.

Update CMBD with Asset information

Keep track of Inventory kept at the Clinton Warehouse location, and order IT equipment as needed.

Any added administrative tasks that are assigned to me throughout the week.

Daily Outlook/ Teams Communications.

Qualifications:
3-5+ Years within an IT support role that is end user facing, University Degree in the field of computer science or equivalent work experience, Highly proficient in Microsoft Excel.

Four-year college diploma or bachelor\xe2\x80\x99s degree in computer science, Business Administration, Information Technology or related field plus multiple industry certifications is desired.

Experience & Skills:

• Familiarity with ITIL framework and industry standard products such as Service Now, ITIL Fundamentals training (Certification desirable)
• Working knowledge of Microsoft solutions from an IT support perspective
• 3rd party managed service commercial contracts
• The ability to uphold the goals and culture of the organization.
• Service oriented (empathy, going the extra mile, persistent).
• Excellent IT troubleshooting skills
• Knowledge of managing Active Directory
• Knowledge of Microsoft products (Windows 7 & 10, Windows Server, MS Office Suite & Office 365)
• Knowledge of IT administrator processes and able to handle multiple tasks and urgent deadlines
• Knowledge of Apple MAC computers
• Understanding of networking, servers & telephony systems
• Understanding of managing Incidents and Requests via an ITSM platform
• Have experience deploying and managing computers in an enterprise environment, troubleshooting network, server, and telephony issues
• Self-motivated & results driven
• Strong organization skills, able to prioritize, execute tasks and make sound decisions with the ability to deliver on commitments
• Excellent communication skills in English
• SAP End User GUI
• Virtual Server Management (VMWare or Hyper-V)
• Networking Solutions (Cisco, Cisco Meraki or FortiGate Firewalls)
• Experience with ERP (SAP) preferred, but we will train if needed
• Experience with Service Now is preferred, but we will train if needed
• ServiceNow ITSM Platform
• Certification in ITIL Foundation over higher

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Join Our Team: Dura-Line offers all its employees an exciting work environment and provides career opportunities in a continuously growing company. We are committed to attracting, developing, and retaining a diverse workforce that represents our global customer base. Check out our products, history, and testimonials at www.Dura-Line.com

Dura-Line is part of a community of companies, known as Orbia , bound together by a shared purpose: to advance life around the world. Orbia\xe2\x80\x99s business groups have a collective focus on insuring food security, reducing water scarcity, reinventing the future of cities and homes, connecting communities to data infrastructure, and expanding access to health and wellness with advanced materials. The business groups include Precision Agriculture, Building and Infrastructure, Fluor, Polymer Solutions, and Data Communications, which collectively pursue human centric solutions to global challenges.